Junior Support Technician
Location: North West
Reference Number: JST004
Job Type: Permanent
Salary: Market Related
Work Level: Skilled
EE Position: Yes
Purpose of Role:
To provide technical assistance to end-users by resolving basic hardware and software issues, contributing to the overall efficiency of IT support services. This role involves maintaining and administering IT systems to ensure end-users have access to Information Systems daily. Junior Support Technician
Role Context:
Process and Technology:
- Maintain various back-office IT systems and servers, ensuring high availability and security of Tharisa Minerals (TM) business applications.
- Contribute to improving support processes and procedures for prompt Service Desk support delivery.
Reporting:
- Create and submit daily and weekly productivity reports to provide supervisors with insights into customer service response times.
- Retrieve server data to create reports, submitting them to supervisors as required.
Resource Management:
- Provide input on required changes in resources (financial or non-financial) to achieve team or personal objectives.
- Determine resource needs of the team or personal area of work to achieve business outcomes.
- Request and allocate required assets/resources for fulfilling work objectives to guarantee quality outputs.
- Monitor the use of assets and resources within the team and personal area of responsibility to ensure proper utilization and management.
- Document the retrieval of assets and peripherals for end-users to maintain an up-to-date asset database.
Technical Support: Junior Support Technician
- Prioritize Service Desk tickets to address customer queries efficiently.
- Use a basic understanding of customer requirements and business objectives to provide input on addressing customer needs.
- Improve customer support by actively responding to queries and handling complaints, including those related to account setup and network configurations.
- Follow up with customers to identify areas for improvement.
- Troubleshoot hardware, software, and network problems for internal TM clients using an understanding of computer systems and technology products.
- Provide instructions to a non-technical audience, using a technical background to guide them in resolving errors or other technical difficulties. Junior Support Technician
- Escalate difficulties to senior technicians to provide visibility on work completed against Service Level Agreements and gain support for prompt resolutions.
- Work within established configuration and Change Management Policies to ensure approval and success of changes made to Configuration Items.
- Support routine maintenance tasks on hardware and software, including updates, installations, and configurations.
Stakeholder Relations:
- Communicate with all relevant departments on issues within the area of specialty.
- Liaise with appropriate stakeholders to ensure alignment with departmental objectives and manage potential derailers while avoiding duplication of work.
- Communicate with internal and/or external stakeholders as required to achieve work objectives and maintain relationships.
Requirements:
Qualifications:
- Grade 12 (NQF4)
Certifications:
- COMPTIA A+
- COMPTIA N+
- Certification in Microsoft, Linux, Cisco, or similar technologies is advantageous.
Job-Specific Experience: Junior Support Technician
- Minimum of 1-2 years of relevant experience.
- Proficient computer skills in Microsoft Office (Outlook, Word, Excel, Publisher, Access, PowerPoint).
Inherent Requirements:
- Must be medically fit.
Closing Date: 24 October 2024
Note: Preference will be given to people living with disabilities and female candidates.
This job post provides a comprehensive overview of the Junior Support Technician position in the North West region.
